Order & Shipping Policy

1. Order Confirmation
   Once your order is placed, you will receive a confirmation email confirming that we have received your order and payment.

2. Stock Verification & Processing
   We will automatically confirm product availability with our warehouse.

   • In Stock: Orders will be processed and dispatched within 48 hours.

   • Out of Stock: If the item is unavailable or on backorder, we will contact you promptly to offer the option of waiting for restock or exchanging or receiving a full refund.

   • Preorder Items: If your order includes a preorder item, it will be shipped according to the estimated dispatch time listed on the product page. Preorders are fulfilled in the order they are received.

3. Shipping Methods & Delivery Time

   • Shipping Methods: All orders are discreet packaged and shipped via YODEL, DHL, Royal Mail, XDP, or GLS.

   • Delivery Time: Once dispatched, delivery typically takes 2–5 business days.

   • Free Shipping: Local UK orders qualify for free shipping.

4. Order Changes & Cancellations
   If you wish to cancel or modify your order, please contact us at [email protected] within 24 hours of placing your order.

   • Once the package has been shipped, changes or cancellations cannot be made.

   • Refused deliveries will result in return shipping fees being deducted from your refund.

Return Policy

Return Policy (14-Day Right of Withdrawal)

• Customers are entitled to return their purchase within 14 days of receiving the goods, without giving any reason.
• To exercise this right, customers must notify us within the withdrawal period.
• Products must be returned in their original condition and packaging.
• Return shipping costs are borne by the customer.
• If the returned product shows signs of use, missing accessories, damaged packaging, or any condition that prevents resale as new, Mars Hydro reserves the right to deduct a reasonable amount from the refund based on the decreased value of the goods.